Support Manager

Company Description

Scality is one of the most prominent FrenchTech Startups, recognized in France and abroad for itstechnical leadership and its open-source contributions. Selected for the #FT120, Scality is also aworldwide leader in the space of software-defined storage. Scality has over 300 customers in more than 30 countries, and they include some of the largest telecom operators and banks in the world, many TV stations, and over 30 hospitals. For its team members, Scality wants to be an exceptional employer with many benefits such as continuous education and sports budgets, donation matching, paternity leave and many other benefits that go well beyond standards. Scality is also a conscious company which invested heavily in room-to-room conferencing to minimize travel and compensate for all its travel-related carbon emissions.

Scality’s internal motto is: “Work hard, play hard, eat well and amaze the customer!”Eat well really means “Enjoy Life” which Scality employees and leaders do very well!

Location: ParisFull-time positionCompetitive compensation with various benefits.

Your main missions

• Lead and manage a team of highly skilled technical support engineers, offering guidance, support, and overseeing performance to ensure continuous improvement and team success
• Recruit, train, and develop team members to ensure they have the skills and knowledge to effectively support customers.
• Oversee the day-to-day operations of the technical support function, ensuring efficient and effective resolution of customer issues.
• Act as the point of escalation for high-demand clients during major incidents and escalations, ensuring clear, proactive communication with both customers and internal stakeholders, acting as the custodian of Scality.
• Be part of the escalation path and be responsible for the schedule of the on-call rotation
• Navigate and manage customer expectations during high-stress situations, with a focus on maintaining long-term relationships and trust.
• Collaborate with internal departments, including Product and Engineering to resolve critical issues and drive improvements to product stability.
• Work closely with the professional services team to coordinate seamless support and delivery, ensuring efficient handover and alignment when transitioning customer issues from services to support.
• Properly monitor and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement

• Drive continuous optimization and recognize potential crises early on.

• Communication within Scality :

○ Regular reports and presentations for upper management and/or the sales team, with insights into specific customer support tickets and critical situations.○ Communication between the Support and Service teams is fluid, in both ways, at the customer level.○ Ensure Support Engineers knowledge and know-how is shared for continuous improvement on incident qualification○ Properly report any product or document defect to the Engineering team, with the right priority and quality, including available workaround and desired behavior.○ Collaborate at a worldwide level with other support teams and Customer Success organization to streamline processes and tools

Must DOs

• Weekly 1 on 1s
• Care about the work/life balance, health and wellbeing of the team
• HR related topics (PTOs, expenses, etc…)
• Annual reviews & compensation
• Work organization of the team (shared moments in the office and in remote)
• Recruitment, training, and performance management skills

• Maintain the team’s skill matrix on regular basis

• Support processes are respected by the team including but not limited to:
  ■ P1 process, RCA documentation and follow up actions■ JIRA ticket handover to Services team■ Support ticket handover before vacations○ Equitable distribution of the workload among support team members, with the consideration of their wellbeing and health

  Qualifications :

• Full English and French proficiency (written and spoken)

• Ability to work in a distributed and diverse team

• 3+ years of experience managing operational teams

• Strong leadership and team management skills with experience in coaching and developing team members

• Excellent communication and interpersonal skills

• Excellent project management and organizational skills

• Strong conflict resolution skills

• Strong organizational, presentation, and client service skills

• Strong operational management skills

• Ability to work effectively in a fast-paced, dynamic environment

• Strong analytical, problem-solving and decision-making abilities

• Ability to work collaboratively with regional and corporate teams

• General knowledge of IT applications, business processes, and software

• Skill in strategic planning with an ability to think and plan ahead in written communications

• Experience with large B2B and B2C companies, and/or Service Providers

• Experience with distributed systems, Linux and storage platforms as a system or support engineer